Black Friday is just a few days away. Is your customer service program established for the busiest shopping day of the year? By John Tschohl We will shortly be experiencing one of the biggest, if not the biggest shopping day of the year which we have titled: Black Friday. So the rush is on to […]
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Are you an effective leader or a manager? “Before you are a leader, success is all about growing yourself. When you become a leader it’s all about growing others.”—Jack Welch. Everyone who has a job has a boss/manager, but does everyone have a leader? You never hear people complain about their leader, but every day […]
John Tschohl wants you to recognize these 10 employee training mistakes. Most of the money and time companies spend on training is wasted. That’s because the majority of companies use outdated training ideas and boring training methods, according to John Tschohl, president of Service Quality Institute. “Training that is poorly presented goes in one ear […]
Want to make more money and build your business? Look to your employees. Companies can make more money when they empower employees to make decisions that create over happy customers, said John Tschohl, who presents strategic keynote speeches about customer service to companies worldwide. “Employee empowerment is defined as allowing employees to make fast decisions […]
If retailers want to own the market, crush competitors and reap financial rewards, they must create a strategic plan to improve customer service and enhance the customer experience, according to John Tschohl, president of Service Quality Institute, www.customer-service.com “If your company thinks customer service is limited to greeting a customer and dealing with their complaints, […]
The phrase, “If you snooze, you lose” turns out to be true in the realm of customer service. Among the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. “That’s unfortunate because a major factor in creating a positive customer experience is speed,” says customer service […]
By John Tschohl The economy is improving, bringing with it a sense of optimism. That optimism, however, can be dangerous. All too often, it brings with it a tendency to breathe a sigh of relief and loosen your grip on the financial reins. While it might be human nature to relax when things get better, […]